The Guest Service team are the face of the hotel, they set the tone of Grand Hospitality by welcoming and fulfilling the needs of our guests. As Guest Service Supervisor you will bring your personality and flair to provide a warm, friendly and generous service to our guests. The guest journey is paramount, so you'll know how to deliver fantastic experiences for our guests, time and time again.
What the role involves
- Ensuring a friendly, courteous & warm welcome is extended to all guests
- Duty Manager Shifts – acting ambassador for the hotel and first point of contact for operational support
- Drive, motivate & coach the Front Office Team by leading from the front with confidence; being dynamic and positive at all times
- Be the link between management and team members; achieving true communication and team work
- Manage Corporate, Media & entertainment bookings – being the face of the front desk
- Actively manage daily arrivals, taking opportunity to upsell room upgrades, packages & amenities
- Process all arrival guests by confirming reservations in Opera verifying guest identity, requesting form of payment, assigning room, and issuing room key in accordance with property policies and procedures
- Process departures, ensuring billing details are all correct
- Review, evaluate and action Opera reports
- Lead all tasks at the front desk to ensure the team is efficient and operations are in order to produce excellent feedback and guest satisfaction
- Manage, respond and reply to guest feedback platforms.
- To be fully conversant in all hotel and local amenities, and be polite, courteous and helpful to guests at all times
What you will bring to the role
- Strong leadership skills, as demonstrated in a similar role within a front of house setting
- Warm and genuine nature, someone who can make people feel at ease
- To be able to confidently, clearly and politely pass information to all guests
- Promote a positive attitude and display the ability to ‘make things happen’ to achieve or exceed anticipated results
- Highly customer-service oriented
- Due to the nature of the work, the ideal candidate would be fully flexible in their approach to work and be able to work shift patterns through weekdays and weekends
Pay & Benefits
At the Grand Hotel Birmingham make every effort to reward and recognise the loyalty and hard work you provide by offering the following;
- £28,000 per annum
- Stay at the Grand Hotel or other De Vere properties for as little as £50, with special rates for friends and family
- Get 50% off food and drinks when you dine in Isaacs or Madeleine - or at any De Vere location
- Explore our Exclusively Yours Benefits portal, unlocking hundreds of discounts on retail, travel, and leisure activities.
- Earn extra cash through our employee referral scheme.
- Free, freshly cooked meals from our chefs, available twice a day across service periods
- Take advantage of our Employee Assistance Programme, Hospitality Action, providing 24/7 health and wellbeing support, including free counselling.
- As a token of our gratitude for your loyalty, we'll treat you to an annual complimentary stay at The Grand Hotel or any De Vere property of your choice, plus additional monetary rewards for reaching long service milestones – which increase year on year!
- We believe in celebrating your special moments too, which is why we offer an extra paid day off for your birthday, along with a £20 love to shop voucher.
- Inclusive multifaith prayer room accessible any time for all team members
- Experience the flexibility and convenience of Wagestream, our financial wellbeing platform, granting you instant access to your pay when you need it.
- Take advantage of career development opportunities and apprenticeship programmes
- Regular team appreciation events and monthly recognition programmes
- Career development opportunities – including access to nationally recognised, funded apprenticeship programmes
- 28 days holiday each year (increasing annually up to 33 days)
- Venue closure over the Christmas period allowing you time off to enjoy the festive season
Birmingham’s Grand Hotel on Colmore Row is housed in one of the city’s most iconic buildings; a landmark Grade II* listed property combining beautifully restored original Victorian features with modern service and style that compliments a vibrant and diverse Birmingham in the 21st century.
The Grand Hotel Birmingham features 185 bedrooms and extraordinary suites, a glamorous cocktail lounge bar, a British brasserie serving cuisine with a touch of French flair, and eight magnificent meeting and event rooms - as well as our spectacular Louis XIV-style Grand Ballroom.
We warmly welcome everyone and foster a sense of belonging, where each person is valued and appreciated. Join our team and become part of a passionate group of individuals who genuinely care about the experiences we create for our guests and colleagues.
